Head of Core Consulting, Cowry Consulting
Following an undergraduate degree in Experimental Psychology and a Masters in Clinical Psychology, Ziba was drawn to business and spent time working in organisational effectiveness at Bank of New York Mellon.
Ziba is currently Head of Core Consulting at Cowry Consulting and uses the latest thinking in Behavioural Economics, psychology and ‘nudge’ theory to deliver award-winning programmes for clients such as Tesco, Sky and Aegon.
Head of Resource Planning, Ombudsman Services
As Head of Planning for Ombudsman Services, the Communications and Energy Ombudsman, Jason is responsible for ensuring that Ombudsman Services are resourced and skilled to support complainants in a timely and efficient manner; including monitoring future trends, complaint tracking, continuous improvement and promoting forecasting excellence.
He is proud of his key role in dramatically improving the Operational KPI’s and his contribution to Ombudsman Services winning a key Contact Centre award in 2017 at the first attempt. Not one for standing still his upcoming challenge is to establish “Next” practice in the use of Voice Analytics.
Sales Director, PCI Pal
Tony’s experience in customer management and IT spans over 25 years – years that have been shaped by rapid change, the rise of digital channels, the emergence of cloud computing and a re-writing of the rules for customer engagement in an increasing regulated environment.
Tony’s joined PCI-PAL in November 2016, as Sales Director for EMEA. PCI-PAL is a suite of solutions designed to help run your customer contact operations in adherence with the Payment Card Industry Data Security Standard (PCI DSS). All solutions have been developed for the contact centre market by a team of contact centre specialists.
MD, Ember Real Results
After completing a degree in Management Sciences at Manchester University, and a post-graduate Diploma in People Management (CIPD), Carolyn worked in HR and L&D for both large and small employers before becoming an in-house Training Consultant at Fujitsu Services in the Service Desk division.
In 2003 Carolyn set up Real Results Training Consultancy (now merged with Ember) and remained very much in the world of Service Desks, Contact Centres and Customer Services, working with clients such as United Utilities, Bupa, Serco and the Co-operative Insurance designing both front line and leadership programmes and huge culture change programmes.
Our globally accessible cloud platform empowers organisations to take payments securely without bringing their environments into scope of PCI DSS and other relevant data security rules and regulations.
With the entire product portfolio served from PCI Pal’s cloud environment, integrations with existing telephony, payment and desktop environments is simple and light-touch, ensuring no degradation of service while achieving security and compliance.
We help organizations simplify and modernize the way they engage customers through their contact center, branch, back office and marketing departments. Our market-leading broad portfolio of cloud and hybrid solutions is designed with the latest artificial intelligence and advanced analytics technologies to deliver greater automation and shared intelligence that drives real business impact. Verint is your partner to make customer engagement a strategic advantage and a strong competitive differentiator for your organization. With over two decades of experience helping more than 10,000 organizations worldwide create lasting value, we’re a global leader in customer engagement.
Our work flow system for email handling in customer service, integrated with the Puzzel contact centre solution, leverages text recognition to analyze all incoming emails to propose answers, assign case numbers, and automatically assign them to the correct queues or agents. With our system, you will never lose track of your customer email interactions, and we make sure they are always handled consistently. Cention brings email handling in contact centres into the 21st century.
At Cowry, we understand how your customers make decisions, to make every interaction count. We use a scientific approach to behaviour, by applying the latest thinking in Behavioural Economics, psychology and ‘nudge’ theory. We provide businesses with the science behind customer experience.
Ember Real Results
We are a business services group providing specialist management consultancy, training, analytics and executive search. We’re joined by a shared ethos, of doing the right thing for our clients, and a shared focus on the customer experience and how to improve it – with the end goal of increasing value for our clients.
Many of our people are industry practitioners who have spent most of their careers in the roles that our clients often hold. Others bring specialist skills, honed in diverse sectors and on successful projects for organisations across the globe.
We are proudly independent and inspired by innovation and change.